April 2020.
On point

April 2020.

Welcome to On Point for April. Isn’t it amazing what can happen in the space of a month - life under lockdown is certainly very different to the way it was back in early March.

We remain well positioned on Covid-19. Our aim is to minimise disruption for customers and your business as a result of Covid-19, as well as keep our people safe. This month we’ll recap on some of the important changes we’ve made to keep it as easy as possible for you to do business with us from your bubble.

For all the details please visit our Covid-19 page.

Coronavirus – all you need to know

New business - it’s easy with e-App

As our teams are working remotely, we recommend all new business is submitted via our online application platform e-App. Our Distribution team has been running daily e-App training clinics via video conference. If you’d like to join one please get in touch with me.

Benefits of using e-App:

  • e-App makes applications much faster, which benefits both you and your customers
  • You get a policy number as soon as you submit a new application

Where can I find e-App?

In Apollo, once you’ve confirmed your quote, click ‘Online Application’ (see picture below). This will take you to the e-App Wizard – fill out all the required details and then click ‘Begin e-App’. Follow the steps and submit.

New business - how to arrange electronic signatures

To make processing your new business applications even easier during the Level 4 lockdown we’ve introduced electronic signatures for declaration and consent (D&C) and direct debit (DD) forms.

So if you submit an application via e-App where these forms are missing, here’s how the service works:

  • Step 1 – we'll contact you for instructions
  • Step 2 – you email us the details
  • Step 3 – we email each signatory and obtain their digital signature

For more details on electronic signatures please visit our Covid-19 page.

Coronavirus – all you need to know

How to witness a document in lockdown

We’ve introduced a process for customers who need a document, for example a memorandum of transfer, witnessed when they’re under lockdown. You and your customer can witness the signature through video conference, without leaving your bubble. Contact me to find out more details.

Helping customers facing financial hardship

To complement the built-in hardship provisions available with some of our covers, we're developing a relief package which practically meets the needs of customers facing financial hardship as a result of the lockdown.

Premium relief is a simple, accessible solution to help customers facing financial hardship keep their policies in place while they get back on their feet.

Key points:

  • Available from 7 April 2020
  • 90 days’ premium relief
  • No premiums paid during this time
  • Cover remains in place during this time
  • Prior to the end of the premium relief period we’ll contact the customer to discuss next steps based on their individual circumstances. These include paying off the premiums from the 90 day relief period in full or over 12 months (in addition to the regular premium), or other options such as temporary hold

For all the details on our existing hardship provisions as well as premium relief please visit our Covid-19 page.

If you have any questions about supporting customers facing hardship please touch base with me.

Our Retention team can also be reached directly on 0800 203 750 or assistance@fidelitylife.co.nz

Need training?

If you need training on any of our products or services, please drop me a line or email our Professional Development team.

In brief

  • We’ve made some changes to our underwriting processes due to the impacts of Covid-19. These changes have been made to prudently manage our risks and streamline things for you and us. Read more here
  • All you need to know about how we’re responding to Covid-19 can be found here, or on fidelitylife.co.nz for our customers
  • If you’d like support on engaging with customers remotely (for example via Microsoft Teams or Zoom), you can find links to handy user guides on our Covid-19 page.
  • As Covid-19 business support package information is constantly being updated, here’s a link to the government’s central resource: business.govt.nz/news/coronavirus-information-for-businesses/

Stay safe and please don’t hesitate to get in touch with any questions.